2nd Line Service Desk Analyst

Key Responsibilities

• Log incoming support calls and emails received and prioritise accordingly
• Ensure all owned calls logged are reviewed daily
• Resolve issues with PCs, printers, tablets, mobile phone, video conference kit and in-house software
• Build desktop and mobile hardware to agreed standard and ensure smooth handover to the customer
• Work to departmental SLA’s
• Maintain regular lines of communication with customers and suppliers on all outstanding issues
• Demonstrate a high level of teamwork to achieve results on 1st time fix
• Look for proactive resolutions on common issues and faults
• Create Knowledge base articles when required
• Offer help and support for all customers. Take time to ensure all customers’ needs are met and strive to exceed customers’ expectation levels through great service
• Comply with all systems, procedures and processes, so company and customer information is accurate
• Mentor team members, help onboarding new starters 
• Provide reports as required
• Carry out other tasks and duties when required
• Deliver support services effectively and efficiently

Experience and Qualifications

• Good knowledge of Desktop operating systems, hardware, mobile phone technology, as well as successfully meeting service level agreements
• A very focused minded individual, able to tackle a problem from different angles and make decisions quickly
• Strong communication - good written and oral communication skills
• Excellent interpersonal skills
• Ability to present ideas in business-friendly and user-friendly language
• Keen attention to detail
• Investigative, assessing, and problem-solving abilities
• Ability to effectively priorities and execute tasks in a high-pressure environment
• Exceptional customer service
• Experience working in a team-oriented, collaborative Environment but also able to work independently